TRANSFORMATIVE SERVICES THAT MOVE TRAINING FROM THE BACK OFFICE TO THE BOARDROOM

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1 TRANSFORMATIVE SERVICES THAT MOVE TRAINING FROM THE BACK OFFICE TO THE BOARDROOM Measurable Business Impact for BPM Workforce Training. Visit for more.

2 TRAINING SOLUTIONS TARGETED FOR THE BPM INDUSTRY The BPM industry is an increasingly mature and growing industry that has moved away from transitioning processes and out-tasking to creating new operating models & transformative outcomes. With the global BPM industry poised to reach the $50 billion mark by 2020 as predicted NASSCOM- McKinsey Perspective 2020 report, the BPM workforce also needs to undergo a paradigm shift in the learning curve. The industry, more than ever before, needs training solutions that not only increase the skills and performance of its workforce, but enable them to deliver expansive growth targets at an accelerated rate. Established in 2008, NIIT Uniqua is a joint venture between NIIT and Genpact which offers targeted training solutions for the BPM workforce. With the twin strengths of NIIT as a global training leader and Genpact as a forerunner in the Business Process Management (BPM) domain, NIIT Uniqua delivers training solutions focused on measurable business outcomes. Based on a deep understanding of the specific challenges of the BPM industry today, our comprehensive range of training outsourcing services is customized for the business processes, knowledge and technology services industry workforce.

3 MAXIMIZING VALUE FOR BPM TRAINING SPEND NIIT Uniqua brings together the best practices of training and content development from NIIT combined with best practices of scale, process and quality from Genpact. Our transformative training programs are customized to meet the demands of an increasingly mature and transforming industry. Our highly targeted programs for multiple domains including Finance & Accounting, Digital Marketing, Technology, Analytics and Banking for the BPM industry cover a wide range of skills from communication to customer service and domain expertise. Our goal is to reduce time to billability through innovative models of sourcing, selection, training and curriculum transformation. Our scalable service model allows us to offer services throughout the professional development lifecycle, broadly from source to billability for new hires to operational performance support for productive employees.

4 OUR SERVICES Our training services are built on NIIT s extensive experience in delivering transformative training to leading international and Fortune 500 companies in North America, Europe and Asia. Our long-standing partnerships with our global customers have earned us the distinction of being among the top 5 global training providers through our Managed Training Services offering. We have further strengthened this experience with the domain expertise of Genpact to develop a unique set of total training solutions for the BPM industry. These include a portfolio of curriculum and content development, learning delivery, strategic sourcing and learning administration services targeted towards cover contact centre operations, frontline manager effectiveness and domain training for the Business Process, Knowledge and Technology Services industries.

5 THE LEARNING CURVE: NEW HIRE TO FRONTLINE MANAGER NIIT Uniqua s tailor-made learning programs are designed to fit the needs of the employee at every stage of their career - delivering measurable outcomes along the learning curve to enable accelerated progression to the next level. FRONTLINE MANAGER NEW HIRE NOVICE Tripe E Call Quality Monitoring Soft Skills Training FTE Buddy Training Professional Skills Boot camps Refresher Training Leadership Development PEOPLE MANAGER Foundational Managerial Skills Buddy Training Process Trainer Training Advanced Managerial Skills Industry Expertise Customized Learning Paths New Hire Training Voice Assessments Pre Process Training

6 ACCELERATING TIME TO PRODUCTIVITY FOR NEW HIRES BPM companies are spending more than ever to ensure that new hires can be productive faster. However, the road to productivity is fraught with many challenges. NIIT Uniqua s Source to Billability model is a set of strategic processes where the disparate processes of recruitment, new-hire training and process training are unified into an integrated program to deliver accelerated time to productivity for new hires. TRAINING TRANSFORMATION: ROLE-BASED TRAINING Our training programs make the shift from inefficient training programs designed by disparate vendors for the lowest common denominator to measurable, high-quality training programs customized to the needs of specific roles. With our ability to address process training needs if required and provide a suite of role-based training solutions including domain, communication, productivity suite and tools, we deliver measurable outcomes for outlined roles. 50% 50% reduction in training time and 20% reduction in the cost from Sourcing to Billability for an HR outsourcing company, leading to Day 1 productivity. HIRING TRANSFORMATION: CONSISTENT AND PREDICTABLE RESOURCE PIPELINE Our model provides a consistent and predictable resource pipeline aligned with requisite profiles for new hires at a uniform threshold. This eliminates the variable and non-uniform quality of resources to begin with. Access to a near-hire talent pool helps us deliver a large number of talented resources at lower cost. Zero cost, end to end outsourcing for 95% a large private sector bank for over 6000 employees, across India with a 99% throughput.

7 TIME TO PRODUCTIVITY TRANSFORMATION: OPTIMIZED TRAINING PROGRAMS New Hires require a well-defined training roadmap to be fully productive. This includes new-hire, pre-process, process and on-the-job training. NIIT Uniqua s model optimizes each step of training so that time and resources are optimized without compromising on high quality results. Some of our measures include reducing redundancy, optimizing tenured resources and increasing program quality. 30% 30% reduction in total cost from sourcing, pre-process training and role-based training for India s largest F&A BPO, leading to a reduction in post-hire training time from 6 weeks to 2 weeks. 12% RETURN ON INVESTMENT TRANSFORMATION: GUARANTEED COST REDUCTION NIIT Uniqua s model focuses on a number of cost-reduction measures to give you more value for your training investment. With access to a near-hire talent pool, we provide the benefit of larger numbers at lower cost. By reducing the total training time and the total cost of reaching proficiency, we significantly lower the cost of the time to billability for new hires. Our interactive virtual induction program for new hires at one of the world s largest insurance companies led to an average 30% increase in productivity, 12% higher premiums and greater retention across 11 countries from Dubai to Bogota.

8 THE LEARNING CURVE: NEW HIRE TO FRONTLINE MANAGER NIIT Uniqua s tailor-made learning programs are designed to fit the needs of the employee in every stage of their career - delivering measurable outcomes along the learning curve to enable accelerated progression to the next level. FINANCE AND ACCOUNTING DIGITAL MARKETING TECHNOLOGY ANALYTICS BANKING General Accounting Procure to Pay Order to Cash Record to Report SEO PPC Marketing Mobile Marketing Social Media Marketing Display Advertising Web Analytics HTML CSS JavaScript MySQL PHP CDN, Cloud Foundation of Analytics Statistical Inference Application of Analytics Information Management in Analytics Programming in R Advanced Analytics Techniques Retail Banking and Products Investment Services Commercial Lending International Trade Securities and Wealth Industry Structure Industry Value Chain

9 WHAT WE DID OBJECTIVE Reduce the cost of on boarding for an HR Outsourcing company Conducted Strategic Training Assessment to calculate real costs Created a 12 month roadmap Source, Select, Train and Certify role ready resources while reducing customer cost Client Pay Model HOW WE DID IT month roadmap to take over customers hiring process Sourcing engine to provide role ready resources just in time Use of Proprietary Client Content No Stipend payment during training period. Clubbed this model with residential training to reduce learning cycle time & attrition/drop outs(adjusting stipend amount towards living expenses of the trainees) Client sponsored training: Students not required to pay from their pockets thus shedding the load of investment for the training HOW IT HELPED Learning cycle time reduced by 50% Total cost of on-boarding reduced by almost 20% Hiring team re-deployed to higher value added tasks 10% point lower attrition of personnel on-boarded by NIIT

10 OPERATIONAL PERFORMANCE SUPPORT Improved On-the-Job Employee Performance In a people-centric industry, poor performance can not only have a high impact on profitability but also lead to potential business loss. NIIT Uniqua s Performance Support model is a short-term term training resource augmentation model to improve employee performance through coaching. Strategic Training Assessment NIIT Uniqua s strategic training assessment evaluates current pain points and performance, observes and analyzes root causes, generates recommendations for improvement, and articulates a roadmap for performance improvement. Business Metrics Definition In the next phase, the business metrics in terms of expected outcomes of the performance improvement such as cost and productivity are clearly outlined. Reduced Dependence on Trainers For a sustainable process, the performance support model is designed to reduce dependence on individual trainer expertise making it more scalable. Training is conducted through standardized tools for coaching with a blended learning approach. Our Pareto-based interventions are designed for maximum impact in minimum time with a training curriculum completely aligned with business outcomes. Gain-Share Pricing based on Metric Improvements The pricing model for operational performance support is a gain-share model where pricing is derived from costs saved for the customer.

11 IT S NOT ABOUT TRAINING. IT S ABOUT RESULTS. Our customers have realized significant and tangible business impact with our four-pronged approach of increased revenue, improved quality, shorter cycle time and reduced costs. 1.8% to 0.7% Reduction of training as a percentage of revenue without loss of impact for Genpact INCREASE REVENUE IMPROVE QUALITY Nearly 50% Reduction in time to productivity for Aon Hewitt SHORTEN CYCLE TIME REDUCE COSTS 35% Reduction in training time for a Global Insurance Leader 400% Improvement in the first month of production for one of the world s leading insurance companies 133% Reduction in timeto-deployment for new employees of Wipro

12 NIIT INSTITUTE OF PROCESS EXCELLENCE LIMITED Corporate Office 85, Sector 32 Institutional Area Gurgaon India Measurable Business Impact for BPM Workforce Training. Visit for more.